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Registered: ‎20-06-2013
Message 1 of 19 (257 Views)

Time to post my frustrations for the world to see

I have been constantly battling with speed issues for months

I dont remember the fault ticket regarding the area but I have been told on Friday that it was pushed to Jan 2018 as a review date

Summary

Was on VIVID 100 , constantly low speeds in the evenings and weekends when its needed the most..  was given a credit in Feb and was under the impression I would get on going credits until a resolution but that didnt happen. anyway Called them again Friday due to complete dropouts and modem resets not fixing only to be told that its not a automatic credit. They applied a credit and the conversation went like this:

Due to the ongoing issues and the review date now being moved to Jan 2018 we can offer you a free upgrade to the VIVID 200 Gamer !!. Ok i said as long as its not going to cost me anything more.  I was assured they would send me a new Hub 3. upgrade to VIVID 200 and waive the 20 one off activation (didnt waive it but thats dealt with now). The guy I spoke with said the current hub 2 will accept the new download speed but I will need the hub 3 for the new 20mb upload speed.

I was assured that the 200 option does not suffer from the oversubscribbed issue and I will get decent speeds.

I was contacted by someone and again was assured it will sort the issue and I will only pay the same amount as the 100.

I agreed to the new 12 month contract and they sent a new hub which was ment to arrive Monday (texts to say so too) but arrived saturday while out and was left with a neighbour!!!.

Anyway I waited until Monday. Connected and activated .  good speeds (91mb) but still less than half the 200mb advertised that evening.

Then the bombshell.. With the Hub 3 you cannot change the IP range from the default 192.168.0.1 to anything else. my network is setup for 192.168.1.1.

I follow some instructions I found that explains how to change it with an undocumented method.  it kinda worked but the admin page no longer works!!!

I called 150 complained, got the hub 2 re-activated and gave up for the evening (4 hours wasted)

Tonight I come home to call, find pitifully slow speeds again when during the day I ran tests via remote access and was getting 91-92mb down with 19-20mb upload

17-05-2017 21:34:35 (GMT)  9.1 Mbps 16.0 Mbps
17-05-2017 20:12:56 (GMT)  7.8 Mbps  0.8 Mbps
17-05-2017 20:00:49 (GMT)  7.4 Mbps  0.9 Mbps
17-05-2017 19:58:24 (GMT)  9.8 Mbps  2.1 Mbps
17-05-2017 19:37:45 (GMT)  7.6 Mbps  0.8 Mbps
17-05-2017 19:32:59 (GMT)  7.5 Mbps  0.7 Mbps
17-05-2017 19:22:37 (GMT)  8.1 Mbps  2.1 Mbps
17-05-2017 19:08:54 (GMT) 12.7 Mbps  6.9 Mbps
17-05-2017 19:06:48 (GMT) 10.3 Mbps  7.1 Mbps
17-05-2017 19:04:34 (GMT) 21.4 Mbps 17.2 Mbps
17-05-2017 19:03:16 (GMT) 12.1 Mbps  6.2 Mbps
17-05-2017 19:01:32 (GMT) 13.9 Mbps  2.4 Mbps
17-05-2017 11:58:39 (GMT) 92.0 Mbps 19.9 Mbps
17-05-2017 11:55:34 (GMT) 91.5 Mbps 20.2 Mbps
16-05-2017 20:06:17 (GMT) 12.2 Mbps  7.2 Mbps
16-05-2017 14:24:17 (GMT) 91.0 Mbps 19.3 Mbps
16-05-2017 08:30:01 (GMT) 92.8 Mbps 19.5 Mbps
16-05-2017 08:20:58 (GMT) 92.5 Mbps 18.8 Mbps

So I call, explain the situation, was asked to try a few things and it just got worse (shown above)

Now an engineer is booked for Saturday to check it out. (wont make any difference as it sometimes is ok in offpeak )

Hopefully a virgin team member can post the official F number

I am sure the VIVID 200 also sufferes from the same issue and because of all this I dont agree to the new 12 month contract at all and to be honest , like I said on the phone, at least sky would be more stable.... maybe

 

 

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Superuser
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Registered: ‎10-07-2014
Message 2 of 19 (238 Views)

Re: Time to post my frustrations for the world to see

Post the power levels from your HUB-

We would expect you to be seeing full speeds at SOME time of the day if its vanilla overutilisation, so thats a positive, might be fixable. On the downside, although in theory moving to HUB3 COULD alleviate overutilisation, in most cases your peak time speeds will still fall.

 

 


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Message 3 of 19 (218 Views)

Re: Time to post my frustrations for the world to see

This mornings speeds, I think that the fact the speed is way up sort of tells me something here!

18-05-2017 07:51:56 (GMT) 118.8 Mbps 20.5 Mbps
18-05-2017 07:50:48 (GMT) 136.1 Mbps 20.4 Mbps
17-05-2017 22:20:00 (GMT) 67.5 Mbps 19.7 Mbps
17-05-2017 22:19:19 (GMT) 66.7 Mbps 19.5 Mbps

 

Lock Status Channel ID   Frequency   Modulation   Rx Power   RxMER   Pre RS Errors   Post RS Errors 
Locked22306750000 Hz 256 QAM 6.2 dBmV  37.4 dB 2260300
Locked17266750000 Hz 256 QAM 6.2 dBmV  37.1 dB 10106976
Locked18274750000 Hz 256 QAM 6.7 dBmV  37.1 dB 971306
Locked19282750000 Hz 256 QAM 6.7 dBmV  37.4 dB 505285
Locked20290750000 Hz 256 QAM 6.5 dBmV  37.9 dB 288287
Locked21298750000 Hz 256 QAM 6.4 dBmV  37.6 dB 285285
Locked23314750000 Hz 256 QAM 6.2 dBmV  37.1 dB 981980
Locked24322750000 Hz 256 QAM 6.7 dBmV  37.4 dB 921921
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On our wavelength
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Message 4 of 19 (205 Views)

Re: Time to post my frustrations for the world to see


18-05-2017 09:12:28 (GMT) 174.5 Mbps 20.4 Mbps 
18-05-2017 09:02:53 (GMT) 147.4 Mbps 20.4 Mbps

getting better

This is excactly what happens , then the evening comes and boom

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Message 5 of 19 (203 Views)

Re: Time to post my frustrations for the world to see

My monitor from last nights tests until now

My Broadband Ping - Virgin

A few days ago 16th (still on hub2)

My Broadband Ping - Virgin

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Message 6 of 19 (192 Views)

Re: Time to post my frustrations for the world to see

Thats classic overutilisation. As you can see 200Mbps service has the same issues as your original tier.

The dates you have been given are review dates, not fix dates.

As a minimum , get the F number and claim service credit- Unfortunately the reality is its likely time to start looking at other providers and what speeds they can offer-


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Message 7 of 19 (165 Views)

Re: Time to post my frustrations for the world to see

[ Edited ]

Just as I suspected it would, my speed has dissapeared this evening

I have been monitoring all day and as of just now its dropped to next to nothing both ways

18-05-2017 19:03:31 (GMT)  4.9 Mbps  0.1 Mbps
18-05-2017 18:59:31 (GMT)  4.6 Mbps  1.7 Mbps
18-05-2017 18:47:33 (GMT) 32.9 Mbps 19.4 Mbps
18-05-2017 16:21:34 (GMT) 70.8 Mbps 19.7 Mbps
18-05-2017 16:07:50 (GMT) 68.7 Mbps 20.1 Mbps
18-05-2017 15:06:59 (GMT) 46.7 Mbps 20.1 Mbps
18-05-2017 15:06:16 (GMT) 48.8 Mbps 16.0 Mbps
18-05-2017 15:05:23 (GMT) 50.9 Mbps 20.1 Mbps
18-05-2017 15:04:32 (GMT) 62.4 Mbps 20.0 Mbps
18-05-2017 14:15:32 (GMT) 121.2 Mbps 20.2 Mbps
18-05-2017 14:06:57 (GMT) 129.5 Mbps 19.8 Mbps
18-05-2017 12:29:36 (GMT) 188.5 Mbps 20.4 Mbps
18-05-2017 11:18:27 (GMT) 69.2 Mbps 20.0 Mbps
18-05-2017 10:51:03 (GMT) 99.7 Mbps 19.7 Mbps
18-05-2017 10:48:00 (GMT) 57.2 Mbps 20.4 Mbps
18-05-2017 10:06:05 (GMT) 177.3 Mbps 20.0 Mbps
18-05-2017 09:12:28 (GMT) 174.5 Mbps 20.4 Mbps 
18-05-2017 09:02:53 (GMT) 147.4 Mbps 20.4 Mbps
18-05-2017 07:51:56 (GMT) 118.8 Mbps 20.5 Mbps
18-05-2017 07:50:48 (GMT) 136.1 Mbps 20.4 Mbps

So I dont believe I am wrong in saying that Virgin has lied to me in saying that moving to the 200 tier will resolve the overutilisation issue

I am going to have to start posting this everywhere and warn everyone to stay away from virgin until further notice

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Message 8 of 19 (171 Views)

Re: Time to post my frustrations for the world to see

ok, virgin, why have you rejected my last post to update the speed issue ?????????????????????

Just as I suspected it would, my speed has dissapeared this evening

I have been monitoring all day and as of just now its dropped to next to nothing both ways

18-05-2017 19:03:31 (GMT)  4.9 Mbps  0.1 Mbps
18-05-2017 18:59:31 (GMT)  4.6 Mbps  1.7 Mbps
18-05-2017 18:47:33 (GMT) 32.9 Mbps 19.4 Mbps
18-05-2017 16:21:34 (GMT) 70.8 Mbps 19.7 Mbps
18-05-2017 16:07:50 (GMT) 68.7 Mbps 20.1 Mbps
18-05-2017 15:06:59 (GMT) 46.7 Mbps 20.1 Mbps
18-05-2017 15:06:16 (GMT) 48.8 Mbps 16.0 Mbps
18-05-2017 15:05:23 (GMT) 50.9 Mbps 20.1 Mbps
18-05-2017 15:04:32 (GMT) 62.4 Mbps 20.0 Mbps
18-05-2017 14:15:32 (GMT) 121.2 Mbps 20.2 Mbps
18-05-2017 14:06:57 (GMT) 129.5 Mbps 19.8 Mbps
18-05-2017 12:29:36 (GMT) 188.5 Mbps 20.4 Mbps
18-05-2017 11:18:27 (GMT) 69.2 Mbps 20.0 Mbps
18-05-2017 10:51:03 (GMT) 99.7 Mbps 19.7 Mbps
18-05-2017 10:48:00 (GMT) 57.2 Mbps 20.4 Mbps
18-05-2017 10:06:05 (GMT) 177.3 Mbps 20.0 Mbps
18-05-2017 09:12:28 (GMT) 174.5 Mbps 20.4 Mbps 
18-05-2017 09:02:53 (GMT) 147.4 Mbps 20.4 Mbps
18-05-2017 07:51:56 (GMT) 118.8 Mbps 20.5 Mbps
18-05-2017 07:50:48 (GMT) 136.1 Mbps 20.4 Mbps

So I dont believe I am wrong in saying that Virgin has lied to me in saying that moving to the 200 tier will resolve the overutilisation issue

 

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Message 9 of 19 (163 Views)

Re: Time to post my frustrations for the world to see

hmmm. someone is playing games,  the post got rejected, no reason but maybe because of my threat to spread bad words

 

o.O

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Message 10 of 19 (146 Views)

Re: Time to post my frustrations for the world to see

oh look.. back to normal again this morning

Date/Time                 Avg Down  Avg Up
19-05-2017 08:58:07 (GMT) 164.9 Mbps 19.1 Mbps
19-05-2017 07:10:51 (GMT) 176.3 Mbps 20.3 Mbps
19-05-2017 07:03:32 (GMT) 103.5 Mbps 19.7 Mbps
18-05-2017 20:33:14 (GMT)   8.9 Mbps  1.8 Mbps
18-05-2017 19:51:48 (GMT)  10.2 Mbps 10.3 Mbps
18-05-2017 19:46:40 (GMT)   8.9 Mbps  2.7 Mbps
18-05-2017 19:33:36 (GMT)  15.6 Mbps  4.2 Mbps
18-05-2017 19:20:31 (GMT)   3.1 Mbps  0.1 Mbps
18-05-2017 19:09:46 (GMT)   3.5 Mbps  0.1 Mbps

 

My Broadband Ping - Virgin

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